Ikea Reviews

Name: Ikea
Rating: 1.51

1.5 Rating 1,604 Reviews

11 %

of reviewers recommend Ikea

Company Reviews

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Metrics

1.5

Based on 1,604 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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"\u00a3425 lost due to thieving delivery company ikea contracts\r\nHonestly, take into consideration the reviews before purchasing from IKEA ever again.\r\n\r\nI never thought to look at the reviews, As I always considered IKEA a good company\u2026.. but after my recent experience, I will never Purchase another item from IKEA.\r\n\r\nWe had wardrobes delivered by third-party company on behalf of IKEA, The company unit movements in the UK south west , Came into our home and broke our radiator due to an accident where boxes were dropped\u2026. At the time I was only given a phone number to contact and I was told by an employee of them to get my own plumber out and send them the invoice and they would pay for the damages they Caused, However, when I attempted to get my money back the company Absolutely refused to acknowledge any requests, Firstly, they accepted blame, And said they knew what happened. But then very quickly backtrack and said they weren\u2019t gonna do anything to help as we got our own plumber and they were not gonna pay for it because we were meant to use theirs\u2026. After a week of back-and-forth with this company over whether or not we would get our money back for the services of the plumber we used based on the information that we were given by them, We contacted IKEA again on the matter, And were told that they stand by this company 100% and agree with them and that we\u2019re out of luck with our \u00a3425 that we had to spend in order to heat our house for our one-year-old child\u2026. I find it absolutely disgusting that a company that swears it\u2019s dedicated to its customers. is so proudly willing to stand behind one of their partners who is clearly in the wrong\u2026. I am absolutely disgusted with the behaviour of not only the companies they deal with but the customer service representative I\u2019ve been in contact with that is directly linked to IKEA\u2026 I know this review is long winded but I really do hope you take it into consideration before purchasing anything for delivery from IKEA\u2026."

Ikea 1 star review on 11th December 2024

Anonymous // 01/01/2019

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“My Amazing Ikea Adventure! Some statistics and a summary to start. Ikea have messed me about since December, and I still do not have the sofa I want, in fact I have quite the opposite. Let the comedy show begin. Total number of phone calls: 11 Total time on phone: 10hr 23mins 39secs Total number of delivery days: 7 (6 have failed, 7th is yet to happen) Total time wasted: 58hr 35mins 52secs Read below to find out just how Ikea can mess up a sofa delivery so badly I have had to spend this long sorting it out. Some may wonder how hard it is to get a sofa from Ikea, a company that has made it big by selling and delivering things such as sofas and beds etc. After years, you would think that they could get this process correct. Let's look at my adventure and find out. Firstly, me and my partner order a sofa from Ikea on 29/12/2020 - we took measurements before ordering and thought it should fit up the stairs, but we knew that if it didn’t then the compact version would. Knowing Ikea's exchange policy, we thought it was worth a shot. This order was placed on December 29th, the sofa arrived January 12th and unfortunately, though not worryingly, didn’t fit up the stairs (by less than an inch!) We had received emails confirming both the delivery date and the payment. Now this is where things get interesting. I called Ikea on the 16th of January and after 48mins 5sec I decided to call back another day as I had had enough of listing to ABBA by that point. I have time tomorrow, so I'll try again then. A few things came up that delayed me calling again for a day or two. Total time on phone: 48mins 5secs Total time wasted: 48mis 5secs On the 19th, I called Ikea to inform them that I had tried to fit the sofa up the stairs and that I had taken the plastic packing off to remove the arms and back of the sofa to lighten it. I was hoping that the lighter sofa would be easier to move and fit up the stairs now - it wasn’t, so I informed Ikea that I would like to swap for the compact version (this is the klippan 2 seat sofa, and klippan 2 seat compact sofa) I was told this would be no problem at all. I asked them if they could drop the new one and collect the old one at the same time to save petrol and make it easier for all involved! Ikea agreed this would be ideal for them too. Alas, we then hit a brick wall - our address was not on their system...an address that they had just delivered a sofa to. I was told to call back after the next 48 hours as it will have been added to the system by then, I was given a case number for that so that I could have an easier phone call next time. This phone call lasted for 1hr 1mins 33sec, about 30 of which was spent waiting for someone to answer. Total time on phone: 1hr 49mins 38secs Total time wasted: 1hr 49mins 38secs I phoned back on the 23rd and was told that the address had indeed been added to the system and that we should be getting the old sofa collected and new one delivered on the 06/02/2021. This phone call was relatively painless, the lovely lady on the phone also checked the sofas were the correct ones on the system for the collection and the delivery. We received an email to confirm all of this, it stated on it the start date and the items to be returned and delivered. This call lasted 53mins 29sec with Christine M. Total time on phone: 2hr 43mins 7secs Total time wasted: 2hr 43mins 7secs I waited in on the 6th and no sofa arrived. Neither me nor my partner could remember for certain at the time if it was coming on the 6th, so we waited a day or two...still no sofa. I then rang to find out what was going on (this was the 8th of Feb). During this phone call, to the best of my recollection (as this was now a month ago) I was told that there was some issue with the address that needed correcting which was why they hadn’t delivered it on the day they’d given. However, we received no email, phone call, letter, or communication of any kind to tell is about the issue! So, I waited in all day like a lemon for a sofa that was never even coming. Upon concluding this phone call, I was left under the impression that this was now sorted and that the sofas would be collected and delivered on the 21st of February instead, and again, received an email to confirm all of this. This call lasted 1hr 24min 28sec with Bethany T. Total time on phone: 4hr 11mins 35secs Total time wasted: 16hr 11mins 35secs (+12 hours for waiting in all day) Onward we go to the 21/02/2021. (Oh, boy!) I wait in again... for no delivery. By this time, I have had enough of calling Ikea and listening to poor quality Abba tracks in the same order, repeatedly, for 30+ minutes before even getting to speak to someone. As such, on this occasion, I asked my partner to call for me on her next day off from her very busy job as a Healthcare Assistant, looking after the vulnerable at this dire time. She called them on the 25th of February and was told, for the first time, that they could not take the sofa back due to it being out of its wrapping! She was also told that the reason the delivery hadn’t appeared on the 21st, was because it had been rescheduled as they didn’t have the sofa in stock. My partner then rang me while I was at work to tell me what had transpired. At which point, I called Ikea (again) straight away to set the record straight and sort out this massive mess. I was told that the information my partner had been given was in fact incorrect, and then the woman I was speaking to proceeded to try and help me solve our reoccurring issue. She triple-checked which sofa was being collected and which one was being dropped off; then made sure there was indeed another date for delivery, informed me that it would now be delivered on the 27th of February, that there would be no issues at all this time and all was sorted now. On this occasion, we did not receive an email to confirm. My partner was on the phone for 34mins 33sec, and I was on for 45 mins 53secs. Total time on phone: 5hr 32mins 1secs Total time wasted: 29hr 32mins 1secs (+12 hours for waiting in all day...again) So, the 27th comes around and (Can we guess the running trend here?) no sofa turns up. So, I waited all day, just in case, and then I called on the 28th to find out what had happened this time. I was told that they had simply changed the date again without telling us, so I asked for them to make sure I received an email to confirm the date, which was the 2nd of March. At this point, I also asked what kind of compensation I may receive for all the trouble I had been through up until then. Unfortunately, I was told the most the Ikea caller himself could do was knock 30% off, and to be honest, I didn’t feel that this quite covered all the stressful hours of phone calls and days of waiting in. Consequently, I asked if I would be able to speak to a manager to which I was told this would be no problem and that a manager would call me later that same day and my phone number was taken. This call lasted 41mins 51sec with Nathan M at 11:48am. Total time on phone: 6hr 13mins 42secs Total time wasted: 42hr 13mins 42secs (+12 hours for waiting in all day...again, again) Later that same day (28th of Feb) at 6:32pm, I had still received no call and knew that the helplines closed at 7pm so I called again. For the first time, there was no 30-minute, crackly ABBA concert before getting to speak to someone! I nearly dropped my phone in shock as my call was answered immediately. Once again, I explained the situation and gave my order number and asked why I was yet to hear from a manager. It was explained to me that there are 3 call teams, and some have different procedures, but normally it would take 48 hours for a manger to make a call-back. However, he understood that my situation was somewhat complicated and that he would look into it. He chased up the person I had spoken to most recently and also sent an email to his manager to arrange the call-back. He ensured all was well as he didn’t want me to have to call back yet again. This call lasted 18mins 45secs with Richard. At 7:02pm, I received a phone call from Richard again to inform me he had been sent an ‘out-of-office' notification until Tuesday 2nd of March. The day the sofa is going to arrive. I thanked him for informing me of this, and for actually updating me when he found out new information, unlike any other time previously. This call lasted for 39secs. Total time on phone: 6hr 33mins 6secs Total time wasted: 42hr 33mins 6secs Now, we arrive at the 2nd of March, and by 3pm there was still no sofa. It was a lovely day outside, the first proper day of sun we’d had recently, my partner had a day off work, the worst kind of day you’d want to spend waiting for a delivery. We needed to go shopping (pretty badly), so I thought I would call Ikea and see what was going on and find out when the sofa was going to arrive, if possible. What I found out may shock you...(Dun, dun dun!) Please do not read on if you are weak of heart - Jump scares are instore. The sofa had been blocked from being sent! The reason for this was explained to be that there were so many case files opened on my order they wouldn’t send it, and once again, no one let us know about the issue. The man I spoke to on this phone call informed me that his colleagues shouldn’t have opened new case files for each call but should have simply added to the original case and if that had been done, none of this would have happened. He proceeded to try and unblock the order and eventually succeeded, I then asked about my call-back and was told that manager call-backs can take a long time and are very hard to arrange and that he had no idea when it’d be. I waited on the line while he tried to get a manager. We had been on call for 2 hours by the time I finally asked if he had all the information for the call-back and could continue without me on the line, he told me I could leave it with him. I was then told that the new delivery was the 6th of March. I left this phone call very unsure about whether this person had a clue what they were doing, he had sent us an email and the receipt on the email didn’t quite make sense to myself or my partner but it had the right date so we decided to wait and see, as this should all finally be sorted out and over with. This phone call was 2hr 2mins 46secs with Alex O. Total time on phone: 8hr 35mins 52secs Total time wasted: 56hr 35mins 52secs (+12 hours for waiting in and window-watching) I am writing this on the 4th of March, two days before my sofa is supposed to arrive, and I can already tell you that I couldn’t have been more wrong about this being sorted and over with. What could Ikea possibly do to make this worse, I hear you ask? They can’t have done anything else before even delivering the sofa, could they? Yes, yes, they could. Apparently, they could let me know at 7am that an Ikea delivery will be with me in an hour. Out of so many days that they were supposed to come, they turn up on the one day that not a single person has even mentioned. But regardless, surely this is good, right? My sofa is going to be here, who cares that its early? Well, I would usually agree with that. Except when the drivers knocked on and told me they were delivering, I told them they were also meant to be collecting and they had absolutely no idea what I was on about as they’d only been contracted to a delivery. Sod it. “Just bring the sofa in and put it there for now”, I said. Now, this is the icing on the cake, the final straw on the camel's back, the 100,000,000,000-lotto win. These two men bring the sofa in and it is the exact same one that I am trying to send back... because of course it is, I’m dealing with Ikea here... SO, I called again today (4th march) at 8:32am and explained all of the above to the lady on the phone who has now arranged for both the unwanted sofas to be collected and the one that we actually want to be delivered. She also chased up the manager call-back and was unable to find anything but assured me that she would email me or call me back once she had found out what was going on with that and assured me that this would be before 4:30pm as that’s when she finishes work, it is now 6:38pm and no email, no phone call. This phone call lasted 1hr 47mins 42secs with Michelle K. Total time on phone: 10hr 23mins 39secs Total time wasted: 58hr 35mins 52secs Safe to say that at this point, I honestly don’t know what Ikea could to make this absolute disgrace of a situation up to my partner and I since it has caused a great deal of stress and irritation, and also cost us a great deal of time. This is still not sorted and has wasted my partner’s booked annual leave, in which she’d hoped to relax a little away from a hard, stressful job as a Healthcare Assistant in a Care Home working 12-hour shifts. Don’t forget about it costing me hours of my life I will never get back, being on the phone to them constantly to sort this out when I shouldn’t need to be. During writing all of this, I found an email from Ikea on the 3rd of March that I now understand was about the sofa delivered on the 4th of March this seems to have been arranged by Carole M, who as far as I know, I have never even spoken to, so God knows who has messed up this badly. FYI – I am dyslexic so through typing this out my English, spelling and grammar may lack in places, and I have done my best to accurately relay the events exactly as they happened. All the times and dates are taken from phone records and emails we’ve received, as well as the names of those who we spoke to. However, the totals were worked out as best I can and may not be exact, but they do give an idea of how long I have wasted on Ikea over the last month or so. More importantly, how much of my time Ikea has wasted.”

Helpful Report

Posted 3 years ago

“Customer service at Ikea is non-existent. I have tried to place an order with them for over 10 weeks and because of my home location, I cannot take direct deliveries. I have gotten misinformation and incorrect advice from customer service about how to proceed. All together a terrible experience which has yet to be resolved.”

Helpful Report

Posted 3 years ago

“Have been trying to get a new sofa for over a mounth have had to call 5 times so far! Waiting and listening to poor quality abba for over 40 mins each time. On one of the calls i was given incorrect information and on another call they booked the wrong thing all together. So of the 5 people i have spoke to 3 had an idea of what they where doing and 2 of them need to be trained, ikea clearly neglecting to train there staff, as i write this i am on hold waiting to get though so i can either get my sofa or a compleat refund, and after all the stress and hestle i wont a good amount off by way of an apolligy from ikea for the hours i have spent on hold the hour or so i have spent actually talking to people and the 4 days i have spent waiting in for my delivery. Ordered this in december and let them know about the change a few days later.”

Helpful Report

Posted 3 years ago

“My Ikea website shopping experience... Find a wonderful product, Get excited and look forward, It says available for home delivery, It says add to basket, It must be in stock if I can do this! Go to the basket, Continue to checkout, Nearly there, the excitement increases! Input LN Lincolnshire, UK postcode, Click on calculate cost and availability, Discover product not available to me now! Massive disappointment. Turns out Ikea online is restricted to a given radius around the nearest shop to your postcode! Shock horror discovery and my excitement shreds! Try a DN postcode 30 miles away from mine, The product is now available for home delivery! Lucky customers if they live there! The problem is I don't live there at that postcode! What a big disappointment my online Ikea experience now is! I've wasted my time and excitement, I leave feedback and close the lid on my laptop. The wonderful every day...”

Helpful Report

Posted 3 years ago

“It's a shame i have to give one star really as I don't think they even deserve that. I ordered some furniture for delivery and paid the £50 fee which, according to their customer service who I had to wait on hold for 45 minutes to speak to after my stuff didn't show up, is not to book a delivery. I always assumed that when I paid for a product called a delivery i was paying for an item to be delivered to me but according to ikea that is not the case, just what the £50 fee is for then, i still have no idea. The customer service representative i spoke to was one of the rudest and most belligerent people I have ever had the misfortune of speaking to. Taking pleasure in making customers cry is apparently their main job as it definitely wasn't to find a solution to the fact my items "were never put on the truck". He refused multiple requests from me to be passed over to another customer service rep and told me that if I insisted he would simply hang up the call. After 45 minutes of listening to the atrocity that is Abba compressed to play through a phone line, you can understand why that made me even more upset. He also informed he was the only one who handled complaints and that he was refusing to put in my complaint. This was, of course, a lie. I eventually managed to convince him to rebook my delivery for a few days later but on ending the call, he simply cancelled the entire order instead. I then got to spend even more time on hold to speak to another customer service representative who did manage rebook my delivery but it really makes you question just the kind of business ikea is running where these are the kind of people representing their business. I still received no details about my deliver and even after a call at 6pm the night before the second attempt the customer services could not confirm my items would arrive the next day. They did eventually arrive but with zero information from ikea. In total that weekend i spent over two hours on hold waiting for ikea customer service, I assume this is down to the sheer number of people they have failed who are calling to try and get what they have paid for. I am nothing but disgusted with the way ikea have handled my business and will not be using them in the future and I suggest you do not either. I have made multiple complaints and am yet to receive an apology, although they did eventually refund my £50 not-delivery fee.”

Helpful Report

Posted 3 years ago

“The issue that I have experienced was: I ordered 6 draws for my unit. However when they came 5/6 were broken. I decided to contact IKEA. However I found it extremely difficult to find the number or how to contact anyone on their website. This is fairly hidden and searched for around 30 minutes When I eventually found it I rang the number, however I received a message stating due to high levels of calls that they were unable to help me right now and to calm back later. This went on about 40-50 times over the next day and a half. PLUS each time I’d try and call I would also try their web chat. And each time it would say the same thing about no one being available. I decided to message them On Facebook. I messaged them on 2nd Feb and it wasn’t until the 11th Feb that anyone answered! They asked if I wanted a refund or I wanted a replacement. I messaged them back on the same day about an hour later. I am still waiting for someone to read my message! I still have broken items and I’m still trying daily to ring/webchat them and NOTHING! You cannot get hold of these people! It’s now 22nd Feb!! 20 days for someone to respond to a message on Facebook!! There is no other form of communication. There are no emails or other ways of getting hold of them. And by the looks of Facebook EVERYONE is in the same position. It occurred on: 2/02/2021 This meant that I’m wanting an apology for the amount of my time this has taken up!! I would like an apology and also a n exchange. I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.”

Helpful Report

Posted 3 years ago

“I have spent 8 hours on the phone to this company, been told my furniture was arriving on 5 different occasions and also had completely wrong items delivered. The 5th time lucky delivery was due yesterday, but of course it didn't come, I've given up thinking it will, despite the advisors assuring me everytime. So yet again 'ring IKEA' is back on my to do list for tomorrow. At least they gave me a £20 goodwill payment which can go towards the £40 delivery cost they won't refund. I've always liked 'physically' shopping at IKEA, but the online offering, even when making allowances for being in a pandemic, is absolutely shocking!!”

Helpful Report

Posted 3 years ago

“IKEA Does not have any customer service at all, no telephone number to call, the number they provided does not work 0203 645 0000 my Order no : 1168237853 they did not deliver and no updates on the delivery date, no email to contact”

Helpful Report

Posted 3 years ago

“Ordered dish wear. Informed it was broken in transit. 2nd time also got broken. Then Customer Service told me it wasn't, and said it was delivered. It never came at all. UPS contacted me both times to say it was broken and being sent back. Ikea still hasn't issued a refund and it's been 7 weeks. I will NEVER ever buy from Ikea again. Anything!”

Helpful Report

Posted 3 years ago

“Ordered a sofa with cover on January 31. Only cover was delivered on February 4. It is now February 12 and the issue remains unresolved. I have a case number and just found out they have it marked as resolved. It is not. Delivery company lost the first sofa, no idea where the second one has gone. I have been on endless holds with ikea, only to be disconnected without speaking to anyone. I'm on my third endless hold. This experience has been ridiculous. Trucking company blaming ikea, ikea blaming the delivery company. Next call is to my credit card to dispute the charge for not receiving the merchandise as promised.”

Helpful Report

Posted 3 years ago

“I ordered a tv stand and seat pads coming to the value of €285 delivery included. I requested that the item be delivered on the 8th February 2021 since it gave me a choice on the website. This request was ignored and i was given a date for the 7th February 2021. I had to organise carers to come into my parents house to take care of them so that i could facilitate this ikea delivery. I got a phonecall at 12.30pm to tell me that they had the wrong address on the system (Even though i updated these details numerous times before the order). I was told that i was going to get a call back in relation to this. Instead i got a new delivery date for the 9th February. Another day wasted because no one arrived and this time no one bothered their backside to even ring me and tell me that there was a confusion with my address again. I rang IKEA to make a complaint and i was told that it would be dealt with internally and i would not be receiving any feedback. I had to cancel my order as a result as the next date they gave me was a day that i was in work. I couldnt take a chance in taking time off work to wait for an item that may or may not arrive . Very poor customer service also. Inexperienced staff left to deal with the phone calls and will have no issue putting you on hold and leave you waiting for long periods while you wait for the issue to be dealt with. Its very disappointing as I have been a very good customer of IKEA for years and never had a complaint until now. I am not buying the dealing with the complaint internally excuse as it makes me feel that my complaint will not be dealt with and ignored. Im going to make sure something is done about this. I should not have to push things this far to get a result.”

Helpful Report

Posted 3 years ago

“Bad delivery options! + they cancelled my order for no reason!”

Helpful Report

Posted 3 years ago

“Still awaiting a refund for the order you sent us to collect only to be informed you had lost it. Told we wouldn't be charged, lies.. we were. You have no customer service at all, just an automated phone system. We've claimed our refund back through our bank, which I recommend any customer of yours does, perhaps if enough bank claims come in you'll be forced to compensate. Whoever is currently in charge of IKEA has ruined what was a brilliant company, what an embarrassment.”

Helpful Report

Posted 3 years ago

“i have a hard time with your non return policy. I received a gift that was purchased at ikea but I don't need it. Upon returning it, I was told it could not be accepted for store credit or refund. Very short sighted. Now you have a FORMER customer instead of a current one. If I had been given store credit, chances are I would have spent more on my return. So you lose because I won't come back and you lose because, as you should know, a happy customer tells a few people, but an unhappy one tells a LOT of people. Stupicd policy that costs you money.”

Helpful Report

Posted 3 years ago

“I purchased an online gift card over a mont ago. The recipient never received it. I’ve now called 4x and they still haven’t refunded me my money even though they sent an email saying it would take 7-10 business days. Never again will I be going or purchasing from ikea.”

Helpful Report

Posted 3 years ago

“Paid $50 for delivery and was missing items for my closet, they shipped the items a week later only for them to just ship me a TABLE! I was missing a rod. What am I suppose to do with a table. Who works at ikea and just random if throws anything in site in the box!”

Helpful Report

Posted 3 years ago

“Customer service is terrible. Never buy anything you might have to return. I found surly customer service everywhere in this store.”

Helpful Report

Posted 3 years ago

“Ordered an item at 6am and paid for it. Waiting for an email to click and collect. Received an email in the evening that they cancelled my order. When I ordered they had the item on stock. This is very very disappointing. Did not receive my refund yet.”

Helpful Report

Posted 3 years ago

“The ikea website allowed me to order a product that was on back order. When the delivery truck showed up and delivered a shelf, a rod, hangers and no wardrobe I was shocked. They charged me 49.00 plus 105.00 for my wardrobe. I reached out to customer service 3 times and was told it could take up to 6 weeks to receive a refund. Why did they. Barge me for an item that was not available in the first place. Took 1 second to take my money but 6 weeks for a refund. Terrible customer service.”

Helpful Report

Posted 3 years ago

“No customer service, charged for delivery that has never arrived. How do they manage to trade? They should be avoided at all cost!”

Helpful Report

Posted 3 years ago

Ikea is rated 1.5 based on 1,604 reviews